Neethu Mariam ماثيو

Chief manager في Kotak Mahindra Bank

• الهند - بونة
• أشغل هذه الوظيفة منذ سبتمبر 2017

1 Customer Management-
a) Working out the Analytics of suspension/barred base & ensuring the same is maintained at or lesser than 2%, value of recharge done and ARPU(Average rate per unit) lost from churn
b) Measuring the percentage of recharge from grace base & the drop in usage for existing customers, managing zero usage post acquisition

2 Complaint Management-Service Request closure, Service quality and assurance, C-SAT survey, Service Level Agreement adherence, handling escalation mails
3 Revenue Churn-Increase the value of recharge in prepaid and the ARPU from the inactive base & also increase of maximum revenue from bucket 2 collection
4 Creation of retention tools- To ensure that customers between the suspension /termination stage and in the OG (Out Going)barring/suspension stage are retained
5 Training and quality assurance of ISP’s and distributors
6 Audit of ISP premises (which includes system audit, field audit and technical audits) and ISP evaluations.
7 Agency Management, recruiting and training of sales executives, Installation service Providers and other technical engineers